It looks stuck, but it isn't
Six states that read as errors and are actually the system working correctly.
Some states look like something went wrong and are in fact the system doing exactly what it should. Knowing which is which saves a support email.
Mail sitting in Ready
What it looks like: a mail run composed and approved, not sending.
What it is: your credit balance can't cover it, so the pieces wait rather than partially sending or failing silently.
Nothing is lost. Nothing half-sent. Top up your balance and the waiting pieces go.
This is deliberately better than the alternative, which is a run that sends two hundred of four hundred pieces and leaves you working out which clients missed out.
Uploads not filing themselves
What it looks like: a client uploaded documents and they haven't appeared where you expected.
What it is: every upload lands in a review queue first, and somebody accepts, waives, or returns it.
That's by design. Automatic filing works fine until a client uploads last year's return labelled as this year's, and it lands in a folder nobody opens until next March.
Work the queue and things file.
A quarantined file
What it looks like: a document is blocked and can't be opened.
What it is: it failed a security scan. Blocked files are never served — not to your team, not to the client.
It needs a human decision rather than quietly passing or quietly vanishing. There's no risk in leaving one while you work out what to do, because it isn't being served to anyone.
Bulk apply reporting Skipped
What it looks like: you applied a template to two hundred clients and a chunk came back Skipped.
What it is: usually that the work already exists for that client and period.
This is the protection against running the same bulk apply twice. Skipped is generally good news.
Needs attention is the category to actually read — those clients are blocked by something and silently got no work created.
Identity verification failed three times
What it looks like: a client can't sign and is locked out.
What it is: three attempts is the limit, and it's spent.
Failing is common and usually means a thin credit file, a recent move, or genuinely not remembering a mortgage from 2009 — not fraud. Send a new request so they can try again, or have them sign in person.
Your firm can't see their answers and can't help with the questions.
A document locked behind payment
What it looks like: a client says they can't download their return.
What it is: the document is gated on the related invoice being paid, which is your firm's own setting.
Once payment goes through it unlocks on its own. Neither you nor the client needs to do anything, though it can take a moment.
The general principle
LedgerOS is built to fail visibly rather than quietly. A held mail piece, a queued upload, a blocked file, and a skipped apply all exist because the alternative — proceeding anyway — produces a worse problem that surfaces later and costs more to unpick.
If something has stopped and told you it has stopped, that's usually the design working.